Determinants of Patient Satisfaction with Hospital Services: Mediating and Moderating Effect
Keywords:
Patient Satisfaction, Patient Trust, Healthcare Quality, Hospital Services, Patient-Centred Care, Structural Equation Modelling, Indonesia.Abstract
Patient satisfaction reflects the level of quality of health services and is influenced by the interaction between health service providers and patient-related factors. Meanwhile, evidence regarding the role of trust and patient characteristics in determining the level of patient satisfaction is still limited. The relationships between the existing dimensions of service quality, patient trust, and patient satisfaction were analyzed including the role of patient trust as a mediating variable and patient characteristics as moderating variables. The study was conducted at a hospital in West Java, Indonesia. A quantitative design was applied and conducted cross-sectionally. A total of 510 inpatients participated. Data were collected using a previously validated questionnaire. PLS-SEM was used as the data analysis method, including mediation and moderation analyses. All service quality dimensions significantly influenced patient trust, with technical quality showing the strongest effect. Patient trust significantly influenced patient satisfaction and mediated relationships between service quality dimensions and patient satisfaction. Technical quality demonstrated the strongest indirect effect. Age, gender, insurance type, socioeconomic status, and comorbidity significantly moderated the relationship between patient trust and patient satisfaction. The model explained 32.9% and 23.4% of the variance in patient trust and satisfaction, respectively. Patient trust plays a crucial role in strengthening the relationship between service quality and patient satisfaction. The strength of the relationship between trust and patient satisfaction depends on patient characteristics. Strengthening technical and non–technical aspects of healthcare services may improve trust and patient–centred outcomes. This study extends patient satisfaction research by integrating mediation and moderation mechanisms within a single structural model.
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